Plan requirement
| Subscription | Any plan |
| Access | Admin |
Your reply left Zendesk and never arrived. Six causes, and the first two account for most of them.
Symptoms
- A customer says they received nothing, and the ticket shows the reply was sent.
- It happens with one customer or one domain in particular.
- It started after a change to your domain or a new brand.
Resolution steps
1. SPF and DKIM are missing or wrong
By far the most common. Without them, receiving servers treat your mail as suspicious. Check the records are present and verified for the exact domain the reply was sent from, which for a second brand is a different domain from your first.
2. It arrived in their spam folder
Ask them to look. If it is there, cause one is usually behind it.
3. The comment was internal
Worth checking before anything technical. An internal note is not sent, and the ticket looks similar at a glance.
4. Their mail system rejected it
Corporate filters block on attachments, on links, or on reputation. Their IT can see the rejection in their logs; you cannot.
5. The address is wrong
A typo in the requester's address, or a customer who has left the company.
6. A suppression is in effect
Repeated bounces to an address can stop further attempts. Persistent failures to one recipient point here.
Whole domain affected? That is nearly always authentication rather than anything about the individual message. Send us the domain and what you are seeing and we will check the records with you.
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